Sephora Expands Medallia Customer Feedback Solution in North America
Success in US Prompts Wider Adoption
Menlo Park, CA—May 27, 2009 — Sephora, the leading specialty beauty retailer in the US, is expanding its existing US customer satisfaction feedback program to Canada and Puerto Rico using industry-leading Enterprise Feedback Management (EFM) solutions from Medallia, Inc. Sephora Canada is already live with Medallia’s system. Puerto Rico’s program is scheduled to come online in the summer of 2009.
Sephora chose to replace its existing programs in Canada and Puerto Rico with the Medallia solution because of Medallia’s record of success (including easy adoption) at Sephora USA, its proven experience and capabilities in the international marketplace, and its ability to support local languages such as French and Spanish.
“Medallia has become a part of the culture at Sephora USA,” said Kahla Broussard, Vice President of Retail for Sephora. “Every member of our staff uses the Medallia system, which is integral to our continued success.” She added, “We look forward to Medallia helping us in markets outside the United States. Its achievements in the international marketplace are remarkable.”
Nelson Pascua, Client Services consultant for Medallia, underscored the firm’s strong relationship with Sephora. “Medallia is proud of its work with Sephora, a customer experience pioneer,” he said. “We are extremely honored to be expanding the relationship into other markets. Leading companies, such as Sephora, continue to evaluate international EFM solutions from multiple vendors and choose Medallia.”
Launched in the U.S. in 1998, Sephora North America today operates more than 230 stores in the U.S. and Canada, and the world’s top beauty website, Sephora.com. Sephora is well known for its unique retail concept, which is rooted in its distinctive store design, the beauty expertise of its sales consultants and, most importantly, its unparalleled combination of over 200 classic and emerging brands across a broad range of product categories including skincare, color, fragrance, bath & body, smilecare, and haircare, as well as Sephora’s own private label. In addition to its North American business and its initiative with JCPenney, which includes more than 100 Sephora inside JCPenney locations, Sephora today has more than 500 stores within 14 countries in Europe and 30 locations in China. Sephora was founded in France in 1969 and acquired in 1997 by Paris-based LVMH Moët Hennessy Louis Vuitton, the world’s leading luxury products group.